Archive for the ‘listening’ Category

When most people think of good communication skills, their minds go immediately to how they speak. While speaking is definitely an important part of communication, we can’t overlook the value of good listening. In healthcare, listening is vital to both good clinical outcomes and a good patient experience. The problem is that both providers and patients can enter into a conversation with their own personal agendas. Having a set agenda creates the potential to impede good listening. Here’s an example: Read more...

When I was in third grade I had a teacher who left a lasting impression on me. She was kind but firm and always a straight shooter. One of the lessons Mrs. B. taught me was to be a better listener. I was a chatterbox. My mind was always going 100 miles an hour and my mouth followed suit. And when I wasn’t talking, I was sending notes to friends (low tech texting in the day). Read more...

My last blog was about the problems we create when trying to solve a patient experience issue with a brochure. The gap created is a result of not listening to the voice of the consumer. Marketers are experts in listening to the voice of the consumer and can bring a vital perspective to the patient experience. Marketing departments are more than the brochure people, yet they are often victims of the “drive-by” brochures. A doctor or department head thinks they need a brochure, and dictates what and how it will be done. Patient-centered? I think not. Read more...